Product Management• Create blueprints for new features, comprehensively describing what a fully-featured update would entail, or compiling several small but related features. These blueprints often have first choice and alternative, more easily implemented options.• Review plans with relevant team members, and update them based on technological and timing constraints. Updated plans keep the culled parts in mind to ensure that future add-ons are easily accommodated.• Break up project into tasks and assign tasks to relevant team members.• Assess progress as deadline nears, confirming readiness or the need to delay parts• Some updates I've led: changing vouchers that apply to specific products to gift cards applying to any product; organizing existing and adding new information to account pages; allowing customers to cancel orders themselves without reaching out to support; updates to automatic emails.• Some updates I've advocated for until they were implemented: viewing a design that was created and purchased; viewing a design that's in the cart but not saved; adding checks to prevent accidental actions; and many more.Customer Support• Create fair, sustainable support policies.• Design and consult on the development of internal support tools. New agents can now, e.g., edit a shipping address without editing a database. These tools evolve as our products do.• Hire and manage relations with our support outsourcing firm.• Implement and manage Zendesk.• Write support agent training documents, including technical manuals for the support tools I design or purchase.• Manage support agents, providing constructive performance feedback. I also actively solicit feedback from agents, as their insights can make my training documents and support tools better.• Handle support ticket escalations (mostly bugs and difficult people).• Interview new in house support agents.• Everything else!

I performed general legal work for startup companies and managed relationships with outsourced attorneys.

Health care department